Call Center Representative – Fort Mill, South Carolina

Job Description

Position Summary:
The Call Center Representative position is responsible to delivery extraordinary service to internal and external Customers. This position requires excellent communication skills and attention to detail as well as exceptional customer service abilities.

Primary Responsibilities:
The primary responsibility is to exceed internal and external Customer expectations by providing extraordinary service and support in a fast-paced environment.

Receive and handle inbound calls, email and web chat requests

Create a positive and consistent Customer Service experience

Qualify Customer’s rental request to ensure Customer’s needs are met

Give details to Customer any terms/conditions applicable to request or booking

Take ownership of inbound Customer requests including but not limited to quotes, availability, reservations, billing questions and general inquiries

Place outbound follow-up calls to sales leads or service requests

Process contract changes/revisions as requested by Customer and in accordance with internal processes

Meet Quality Assurance and other key performance metrics

Review contracts to ensure they comply with Customer requirements and internal processes

Create and build strong relationships with Internal and External Customers

Work cross-functionally to resolve service breakdowns and conducts account research when needed

Submit, record and manage issues and escalate, as necessary

Qualifications Summary:

2-5 years Customer Service/Call Center experience

High school diploma or equivalent experience required, bachelor’s degree preferred

Excellent written and verbal communication skills

Able to explore alternatives and positions to reach outcomes that gain all parties support and acceptance

Sense of urgency and is able to enlist the aid and support of other departments to resolve issues in a timely manner

Self-motivated. Ability to manage multiple conflicting tasks and or deadlines and prioritize accordingly

Ability to establish and maintain effective working relationships with managers, employees and customers